Experience

Capita Remediation Services

• United Kingdom
• Financial Services
• 1 - 100 Employee

• Senior Complaint Handler

  • Sep 2014 - Present

  -In this role I investigated payment protection insurance complaints against various financial products sold by a leading UK banking group. My job required me to analyse large amounts of information including legal documents and data tables from regulated sales and summarising this to deliver the correct outcome within an appropriate timescale. Customer contact via telephone to probe bank customers regarding their complaint often provided further challenges when trying to reach a decision. This included building rapport with wary and vulnerable customers who were unsure of my role in the process of resolving their complaint and this skill has been transferred to a temporary role in inbound telephone banking for the client to help deal with an unprecedented level of queries and service requests in the aftermath of the UK’s decision to leave the European Union. Throughout my role and with all products my primary focus has been geared towards providing a flexible service whilst retaining a knowledge of statutory procedures. Show less



Capita

• Canada
• Financial Services
• 1 - 100 Employee

• Call Handler

  • Aug 2014 - Sep 2014

  As part of the winding up of a financial scheme of arrangement I was required at short notice to deal with a high volume of requests and queries due to unexpected media attention. This included being adaptable by staying after hours on several evenings. At one point whilst dealing with over one hundred calls a day I described the process and offered options to customers anxious to ensure their claim would be worked and provided before the bar date. As part of the winding up of a financial scheme of arrangement I was required at short notice to deal with a high volume of requests and queries due to unexpected media attention. This included being adaptable by staying after hours on several evenings. At one point whilst dealing with over one hundred calls a day I described the process and offered options to customers anxious to ensure their claim would be worked and provided before the bar date.



Novacroft

• United Kingdom
• IT Services and IT Consulting
• 1 - 100 Employee

• Data Capturer

  • Aug 2013 - Nov 2013

  Helping with the computerisation of travel pass application forms for young people in London and across the UK during an influx of requests stemming from the new academic year. This position required precision and speed to ensure no delays whilst providing an accurate product as part of the client’s service-level agreement to the customer. A flexible working pattern also meant effective time management was needed to afford a high level of productivity. Helping with the computerisation of travel pass application forms for young people in London and across the UK during an influx of requests stemming from the new academic year. This position required precision and speed to ensure no delays whilst providing an accurate product as part of the client’s service-level agreement to the customer. A flexible working pattern also meant effective time management was needed to afford a high level of productivity.